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Monika Lalwani

Customer Representative (Chat/Email) & Operations Specialist | over 5 of Years Experience | Driving Customer Satisfaction & Process Efficiency.

Rewa

5+ years of work experience

Apna Mart
Dec 20241 yr 6 mosPresent

Managed over 100 customer interactions daily across chat, email, and voice channels, consistently achieving 95–100% CSAT. Reduced repeat complaints by ensuring accurate and complete first-contact resolution. Collaborated closely with logistics and operations teams to resolve order-related issues faster, improving turnaround time. Maintained 100% ticket ownership from creation to closure, ensuring no customer query was left unresolved. Proactively followed up with customers, increasing satisfaction and reducing negative feedback. Handled high-pressure situations and escalations while maintaining professionalism and brand tone.
Lizard Tech Marketing Solutions
Feb 202411 mosDec 2024

Managed 50+ client interactions monthly, ensuring strong relationship building and retention. Converted high-intent leads into paying customers, directly contributing to revenue growth. Increased repeat business through structured follow-up strategies and engagement tracking. Worked closely with delivery teams to align client expectations with service output, minimizing dissatisfaction. Acted as a single point of contact for clients, ensuring smooth communication and faster issue resolution. Strengthened client trust through consistent communication and timely updates.
LizardTech Marketing Solutions
Jul 20231 yr 6 mosDec 2024

Gurugram, Haryana, India

gamaxine technologies
Jan 20212 yrs 7 mosJul 2023

Indore, Madhya Pradesh, India

gamaxine technologies
Jan 20212 yrs 7 mosJul 2023

On-site

Gamaxine technology is a digital marketing company, where my role was to handle all the business accounts & sales head
20212 yrs2023

Resolved 80–100 customer queries daily across multiple communication channels with high efficiency. Led and mentored a team of 6 members, improving overall team productivity by 15%. Handled complex customer escalations and ensured satisfactory resolution, preventing churn. Trained and onboarded new hires on CRM tools and customer handling best practices. Standardized workflows and response handling to ensure consistent service quality. Maintained high customer satisfaction scores through effective communication and problem-solving.

Education

PmbGujarati Commerce college

20193 yrs2022

Bachelor of Business Administration

PMB Gujarati Commerce college

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Headline

Customer Representative (Chat/Email) & Operations Specialist | over 5 of Years Experience | Driving Customer Satisfaction & Process Efficiency.

About

Customer Success professional with 5+ years of experience managing 100+ daily customer interactions across global markets, consistently delivering 95–100% CSAT. Recognized for turning high-friction customer issues into long-term loyalty, while maintaining speed, empathy, and operational excellence in high-pressure environments.

Location

Rewa

Work experience

Customer Service Representative at Apna Mart, Dec 2024 - Present · 1 yr 6 mos, Managed over 100 customer interactions daily across chat, email, and voice channels, consistently achieving 95–100% CSAT. Reduced repeat complaints by ensuring accurate and complete first-contact resolution. Collaborated closely with logistics and operations teams to resolve order-related issues faster, improving turnaround time. Maintained 100% ticket ownership from creation to closure, ensuring no customer query was left unresolved. Proactively followed up with customers, increasing satisfaction and reducing negative feedback. Handled high-pressure situations and escalations while maintaining professionalism and brand tone.

Business Development Manager at Lizard Tech Marketing Solutions, Feb 2024 - Dec 2024 · 11 mos, Managed 50+ client interactions monthly, ensuring strong relationship building and retention. Converted high-intent leads into paying customers, directly contributing to revenue growth. Increased repeat business through structured follow-up strategies and engagement tracking. Worked closely with delivery teams to align client expectations with service output, minimizing dissatisfaction. Acted as a single point of contact for clients, ensuring smooth communication and faster issue resolution. Strengthened client trust through consistent communication and timely updates.

Customer Service Representative at LizardTech Marketing Solutions, Jul 2023 - Dec 2024 · 1 yr 6 mos, Gurugram, Haryana, India

Business Development Manager at gamaxine technologies, Jan 2021 - Jul 2023 · 2 yrs 7 mos, Indore, Madhya Pradesh, India

Business Development Manager at gamaxine technologies, Jan 2021 - Jul 2023 · 2 yrs 7 mos, On-site, Gamaxine technology is a digital marketing company, where my role was to handle all the business accounts & sales head

Customer Service Representative at Gamaxine Technology, Indore, 2021 - 2023 · 2 yrs, Resolved 80–100 customer queries daily across multiple communication channels with high efficiency. Led and mentored a team of 6 members, improving overall team productivity by 15%. Handled complex customer escalations and ensured satisfactory resolution, preventing churn. Trained and onboarded new hires on CRM tools and customer handling best practices. Standardized workflows and response handling to ensure consistent service quality. Maintained high customer satisfaction scores through effective communication and problem-solving.

Education

PmbGujarati Commerce college

Bachelor of Business Administration, PMB Gujarati Commerce college